1
Time Targets2
Business Hours3
Escalations Time Targets
About SLA Policies
SLA (Service Level Agreement) policies define response and resolution time targets for your support team.
- First Response: Time to acknowledge a customer's message
- Resolution: Time to fully resolve the issue
- Business Hours: Only count work hours towards SLA
- Escalations: Automatic alerts before breaches
Tips
Set realistic targets: Consider your team's capacity and typical workload.
Use business hours: Avoid unfair breaches during off-hours.
Configure escalations: Get early warnings to prevent breaches.
Default Policy
Mark a policy as "Default" to apply it to all conversations that don't match specific conditions.